Customer Relations Manager

Summary

The Customer Relations Manager will manage and evaluate the efforts of an effective Consumer Relations program.  Responsibilities include: (a) manages the day-to-day operation of the contracted telephone service bureau (TSB) and all related activities; (b) communicates and monitors consumer trends for senior management; (c) coordinates crisis activities when it is necessary to involve the TSB; (d) evaluates our consumer services on a regular basis and initiates improvements when necessary; (e) manages all programs within the approved budgets.

The salary range for this position is $84,000.00 - $126,000.00 per year, based on experience and qualifications with annual bonus available (variable depending on performance).  

In addition to the base salary, Perdue offers a competitive benefits package, including medical/Rx, 401(k) with employer match after 1 year, critical illness, accident insurance, dental, vison, life insurance, optional group life insurance, short-term and long-term disability protection, flexible spending accounts and paid time off. 

Principal and Essential Duties & Responsibilities

• Manages the day-to-day operation of the contracted telephone service bureau (TSB) and all related activities.  This includes staffing, new product training, reviewing reports, ensuring service levels are maintained.  Monitors call handling and makes recommendations for changes to existing program on behalf of retail and deli consumer products.
• Communicates and monitors consumer trends for senior management.  Tracks and interprets consumer information throughout the Company to create awareness of trends and issues.  Compiles consumer data useful for Company management.  Initiates special surveys to track selected trends. Confident decision-making and the ability to provide clear direction are also essential.  Interaction with senior management occurs often and must be handled professionally.
• Coordinates crisis activities when it is necessary to involve the TSB.  Initiates crisis response on behalf of the consumer affairs team and through coordination with the Company crisis management team.  Tracks consumer data and provides follow up reports to senior management.
• Evaluates our consumer services on a regular basis and initiate improvements when necessary.  Continually assesses and updates consumer software library (resource tool for team) of product and Company information by researching and communicating with all areas of the Company.  Facilitates team training and monitors improvements.  Works with Marketing and QA teams to ensure information remains accurate all times.  Monitors new product and promotional information to share with team.  Benchmarks against other food companies to assess their consumer services.  Utilizes professional consumer organization (SOCAP) and maintains relationships with colleagues in the consumer affairs profession.
• Manages all programs within the approved budgets.  Manages programs within approved Consumer Relations budget, including day-to-day operations, consumer reimbursements, direct mailings, surveys, crisis coverage and holiday extra hours.
• Provides 24 hour coverage and accessibility for crisis situations. 

Education and Experience Requirements

Bachelors degree in Business Administration or Communications plus 5 - 6 years experience in a customer-oriented and/or communications environment. Related experience in leu of a degree will be considered. Our ideal candidate will have/be:

• Possess a general knowledge of Consumer Affairs practices and understanding of current communications technology. 
• Excellent written and oral skills, strong interpersonal and organizational skills plus strong team communication skills and ability to handle multiple tasks.
• A member of SOCAP and attend at least one annual workshop session. 
• Overnight travel is expected to customer/vendor locations.

Environmental Factors and Physical Requirements

 Position can be sedentary but may require occasional moving to other offices or buildings. May need to move light equipment or supplies from one place to another. May need to access files, supplies and equipment.

When in a plant environment:

• Exposure primarily consists of wet and moist floors which include metal and plastic grating surfaces.
• May be exposed to temperatures of 28 degree to 100 degrees Fahrenheit with both ambient and 100% humidity.
• May handle product 25 degrees to 50 degrees Fahrenheit.
• May be exposed to noise ranges of 50 db to 110 db.
• May be exposed to all chemicals found in poultry, food and processing plant.
• Must wear and use protective and safety equipment required for the job as directed by the Company